Call Center Planning & Analysis Manager 3- St. Louis, MO

You have the skills and the passion to make a difference. At Wells Fargo, we’re with you. Our supportive environment enables our team members to build relationships with each other, our customers, and our communities.

Call Center Planning & Analysis Manager 3Saint Louis, MO
Oversees the achievement of sales/service goals, while balancing variable expenses, for all call centers within the business line. Directs the forecasting, scheduling, systems, telephony solution implementation, traffic, data management, statistical modeling, service level management, and tracking and analysis functions in support of all call center groups. Responsible for variable labor and telecom expense forecasting as it relates to volume and handles time forecasts. Oversees the design and maintenance of policy and procedures, operation structure, technology enhancements, information flow of multiple centers and groups and staff development. Sets organizational objectives and long-term strategy for process improvement. Evaluates and approves changes and/or recommendations for software and hardware infrastructure for workforce management software. Develops and obtains support of business plans for department operations, including budget preparation, analysis and accountability. Serves in a consultative role to call center operations leadership by assessing and re-designing processes for peak efficiency and effectiveness.

Excellent communication skills (verbal, non-verbal and written, presentation style); Strong written and oral communication skills that can be demonstrated through the use of email, chat, presentation, teleconference, and all other forms of media channels.

Ability to develop and drive high performance teamwork by incorporating a positive attitude, being supportive in words and actions, embodying our core values and behaviors, and communicating with all levels both within the existing team & anyone outside the direct reporting structure.

Well developed sense of urgency and follow through.

Ability to handle multiple projects under pressure.

Ability to work flexible hours as needed.

Strong interpersonal skills, presentation skills, and ability to work productively with all levels in an organization.

Ability to maintain highly confidential information and adhere to all privacy and security policies.

Ability to effectively conduct and lead all staffing/scheduling tasks associated with WFM.